Customer Care Professional - US Servicing (Future Opportunities)

American Express International Inc.; Taguig; Hybrid; PHP 320,000 - 520,000; Full time

Benefits offered by this job

Hybrid work

Free meals

Wellness centers

Job summary

American Express International Inc. is seeking a Customer Care Professional for future opportunities in the Philippines. The role centers on delivering exceptional service to Card Members via high-volume inbound calls, with a focus on loyalty and personalized solutions.

You will help customers with inquiries, recommend product offers, and work toward first-contact resolution in a hybrid onsite/remote setup, with a strong emphasis on service excellence and teamwork.

Qualifications

• College level or degree equivalent (bachelor/associate/vocational) as stated in the job posting.
• 1 year or more BPO experience.
• 1 year inbound call experience (6 months recent) as described.
• CSAT/VOC/NPS experience for 1 year (6 months recent).
• Recent unemployment not more than 6–12 months, within the BPO industry.

Responsibilities

• Deliver extraordinary service on a high-volume inbound call queue in a fast-paced environment.
• Consult with Card Members to understand needs and tailor personal solutions while promoting card benefits.
• Add value with relevant product offers and benefit enrollments to deepen engagement and loyalty.
• Develop selling skills to strengthen the customer relationship and loyalty to the brand.
• Address general and account inquiries and maintain a first contact resolution.

Education

Bachelor's degree or equivalent

Job description

Customer Care Professional - US Servicing (Future Opportunities)

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026

10th in Fortune Magazine’s 2026 World’s Most Admired Companies

6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026

4th in Great Place to Work's Best Company To Work For 2025

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

How will you make an impact on this role?

Utilizing your skills, experience and passion for customer service to help propel your team and its business partners to success.

What would you do every day as a Customer Care Professional?

Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality.

Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure

Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty

Utilize your "service oriented" personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand.

Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information

Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution

Meet and exceed performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics.

Minimum Qualifications:

At least College Level – bachelor’s degree graduate/undergraduate, Associate Degree Graduate/Undergraduate, or Vocational Course Graduate/Undergraduate

At least 1 year of collective BPO experience

At least 1 year of collective and predominantly inbound calls experience (with at least 6 months recent relative experience). No maximum experience required.

At least 1 year of collective CSAT/VOC/NPS experience (with at least 6 months recent relative experience).

Recent unemployment should not be more than 6 months to 1 year and recent work experience should be within theBPOindustry.

Preferred Qualifications:

Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem solving skills

Customer service and consultative sales environment experience preferred

Passion for consultative sales, recommending products or solutions tailored to each customer

Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations

Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end

Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)

Work From Home Requirements:

Must have at least 25 mbpsinternet connection plan / speed

Must have a private & quiet area to work at home

American Express offers a fantastic and diverse working environment. High performance is rewarded with target drivenincentives.

Please note that this is a future opportunity in American Express.

At American Express, our culture is built on a 175-year history of innovation,shared valuesand Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

Support for financial-well-being and retirement.

Comprehensive medical, dental, vision, life insurance, and disability benefits.

100% company-paid medical coverage, including up to three eligible dependents.

Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need.

Work From Anywhere program allows you to work from a different location for up to four weeks each year.

Generous paid parental leave policies.

Free access to global on-site wellness centers staffed with nurses and doctors.

Free and confidential counseling support through our Healthy Minds program.

Career development and training opportunities.

Complimentary daily meals and snacks onsite.

Fixed Monthly Internet Allowance.

Medical out-patient reimbursable benefits.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.